Lead Resident Services
- USA
- Permanent
- Full-time
- Welcome new residents and families, introduce them to the community, and provide an overview of concierge services. Serve as the primary point of contact for all needs, requests and concerns delivering a personalized, memorable service.
- Coordinate and facilitate services such as dry cleaning, grocery deliveries, reservations, beauty appointments, tickets, and transportation, ensuring seamless execution and satisfaction.
- Coordinate the community’s transportation schedule, ensuring smooth, conflict-free experiences for all residents.
- Maintain clear, proactive communication, answering and routing phone calls with professionalism and accuracy, ensuring messages are promptly delivered to the appropriate parties.
- Serve as the liaison between the culinary department and guests for meal reservations, ensuring a positive dining experience. Manage RSVP lists for community events and special meals and follow-up to ensure participation.
- Manage concierge staff, perform annual performance evaluations, approve timecards, create and manage monthly concierge team schedule and order and distribute team uniforms.
- Partner with the Sales department to create and maintain new resident files, ensuring all records are up to date.
- Partner with the IT help desk to add new residents to the community’s technology platforms, ensuring seamless integration into the system.
- Oversee general office management, including ordering supplies, monitor sign-in/sign-out logs for residents and guests to maintain community security, process mail, ensure a clean, organized, and welcoming reception and lobby area at all times.
- Two (2) to five (5) years' experience as a Concierge, Office Manager or administrative, customer service role required.
- One (1) to two (2) years' experience managing a small team of direct reports required.
- Experience working in a senior living community preferred.
- Ability to utilize technology effectively and efficiently, including use of computers, iPad/tablet, Word programming, internet access, and email.
- The position may require driving responsibilities; must possess a valid driver’s license with an acceptable driving record per company’s Motor Vehicle Policy.
- Excellent communication and interpersonal skills with a focus on customer service.
- Strong organizational skills and attention to detail. Ability to multitask and manage competing priorities in a fast-paced environment.
- A proactive, solution-oriented attitude with a focus on creating positive experiences.